Daniel Johnson

My experience every time I need to call Apple Support is this:

- Call, ask for someone who is an expert at the particular software or component I'm having a problem with. E.g. Logic, or itunes or Networks.
- The person says "I can help you" and neglects to transfer me. Having gone through this so many times, I know that this person is not an expert and is just going to be doing online searches for keywords in what I say. Essentially googling what I tell them, but searching their support database.
- I say, "actually, can you please just transfer me? I need an expert." They say "I can help you? I'm a senior advisor" or something to that effect.
- I patiently run through my issue with them. They can barely retain what I'm saying. They often seem to have no idea even what the program is. I've literally talked to people who've never heard of Logic. I once had a person who didn't know what an iMac was. I'm serious.
- Finally after about 20 minutes of wasted time, I get transferred to a real expert. If I'm lucky, this person can resolve it. About half the time, they can't.

It sounds very nice but it's extremely limited dynamically. If you want soft choral textures it's good (though still overpriced). If you want something Wagnerian or Marvel movie-esque, this is not the library for you. The best Spitfire VIs make me want to explore. This made me feel like I ran into the limits of the VI very quickly.

Had an issue with something I received being not quite right. This issue was handled so promptly and personally by their customer service people that I couldn't believe it. I wish all online shopping experiences were this good.